Viemed’s service offerings are focused on effective in-home treatment with clinical practitioners providing therapy and counseling to patients. The audience for this site ranges from elderly people with COPD, their caregivers, and providers in the healthcare industry. We wanted a platform that felt updated, fresh, and easy to navigate. Some of the problems users faced with the original site was having outdated information, not knowing where to go for help, and using contact forms that no longer worked on the site.
VISION + RESEARCH
The vision consisted of the following:
I compiled information found from complaints through our website feedback form and understood that the major pain points users were facing on the site were that the homepage felt cluttered, there was not a clear user journey to request equipment or help, and users had trouble understanding what equipment they had and how to use it. For doctors/physicians, they did not have a clear understanding of what we offer, and how the equipment benefited the patients. The pages that gave information about the company's growth and current market status was cluttered, outdated, and hard to sift through a thick wall of text with no clear updates/dating system included in the current website build.
SOLUTION
The solution involved a more modern design with clear user journeys for each type of user. The original site consisted of 12 separate pages and 3 major companies (that being Viemed, VHS, and HomeSleepDelivered). The site almost acts as a hub for the three, VieMed being the biggest focus. Given that there were 3 types of users to account for, I made quick work of organizing each department under VieMed (6 in total; respiratory, sleep, behavioral, connected health, staffing services, and managing your disease) into it's respective pages. This would give users a clear understanding of where to go for their respective equipment or services. Then, I redesigned the more information heavy pages (like the investors page) to be easily digestible with visual charts an graphs, as well as adding anchors to the page resources for easy access to information. Each page has a similar design to create consistency and reliability when searching for information. Information was also restructured to create a clearer understanding of the equipment and services that were provided. After a few versions and feedback from internal teams, I worked closely with an outsourced development team to bring the site to life while adhering to these drastic changes. Not long after this site launch, we slowly integrated new collateral marketing to match the design on the site to send out to clients with their equiptment. This was to aid in another issue where patients were unsure how to use their equipment. The other websites and information were made into their own respective sites, as they were divisions of the VieMed brand. Though this was a high-paced and large effort for my team, we successfully solved a large portion of user problems with this relaunch. I left VieMed shortly after to pursue a more in-depth UX position, but would have liked to have a user feedback survey after the launch of the new site to determine what could be improved with the current design and keep refining from there.
